---
title: "How are calls routed to an Agent between queues?"
slug: "how-are-calls-routed-to-an-agent-between-queues"
updated: 2026-05-21T17:00:07Z
published: 2026-05-21T21:28:15Z
canonical: "help.8x8.com/how-are-calls-routed-to-an-agent-between-queues"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How are calls routed to an Agent between queues?

## Applies To

- 8x8 Contact Center
- Queues

## Answer

**On all queue priority level except 8**, transactions in queues with higher priorities will always be offered before those with lower priorities. If they are the same priority, 8x8 Contact Center will round-robin between the queues to ensure no transaction at that level will be starved.

**On queue priority level 8+** and only with other queues set at priority 8 is the routing algorithm different. All queues set to priority level 8 will have aging priority. What this means is that the oldest transaction in all priority 8 queues will be offered before the newer ones. If there are transactions in a queue of priority 9 or 10, those will always be routed before any transaction in a priority 8 queue.